SmartAction

FEBRUARY 13, 2024

Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement. For instance, if a customer frequently buys items that require assembly, include links to instruction manuals or assembly videos in the order status updates.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

Creative Virtual

FEBRUARY 2, 2022

In their whitepaper The Virtual Insurance Agent , ITL takes a detailed look at how conversational AI is allowing insurance companies to greatly improve their customer experiences while also reducing costs. Read more on these insights from ITL by downloading the full ‘The Virtual Insurance Agent’ whitepaper.

Virtual Agent 98

Virtual Agent Chatbots Self service Contact Center 98

Interactions

AUGUST 12, 2022

Watch our one minute primer video here to learn more. One of the most popular types of Conversational AI in CX are virtual agents, which are advanced Conversational AI applications. Virtual agents can also scale across channels and carry context. . Supporting Characters. How does Conversational AI improve CX?

Virtual Agent 71

Virtual Agent Self service Scripts Technology 71

TechSee

SEPTEMBER 21, 2023

Sophie AI Agent The full transformational value of Generative AI will be in customer service automation. The Sophie AI Agent can handle any service channel, from chat through phone calls and even video calls. For example, a customer trying to set up their new connected TV can open a video chat session with your AI Agent.

Engineering 109

Engineering Enterprise Chatbots Self service 109

DMG Consulting

AUGUST 31, 2021

Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.

Virtual Agent 78

Virtual Agent Self service Enterprise Contact Center 78

SmartAction

MARCH 7, 2023

Watch Now USE CASE VIDEO AI-Powered Virtual Agent Demo Listen to our virtual agent assist callers with a variety of needs, including updating account information, outbound notifications, and more.

Multichannel 85

Multichannel Virtual Agent Self service Accountability 85

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

SmartAction

AUGUST 14, 2019

The first hold onto their existing IVR and merely transfer routine conversations to AI-powered virtual agents while transferring the rest to live agents. But as customers are becoming leery of touchtone and difficult or lengthy menus, more organizations are implementing virtual agents as: 1.

Interactive Voice Response 56

Interactive Voice Response Virtual Agent Self service Personalization 56

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? A customer may use FAQs and live chat, search the knowledge bank while on hold for an agent or send an email after watching a video tutorial.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Cisco - Contact Center

FEBRUARY 5, 2020

Agent Assistance services. Virtual Agent services. Video on YouTube: Cisco Artificial Intelligence in Contact Centers: Chat Translation Assistance. Video on SalesConnect: Cisco Artificial Intelligence in Contact Centers: Chat Translation Assistance. GoToMarket Evolution. Conclusion. Watch the full session: .

Contact Center 71

Contact Center contact center solutions Virtual Agent Interactive Voice Response 71

Creative Virtual

OCTOBER 26, 2021

We’re coming up on eighteen years since I founded Creative Virtual, and so much has changed in the chatbot and virtual agent space since those early days. It draws from our nearly two decades of experience in the industry to deliver updates to our chatbot, virtual agent, and live chat technologies.

Virtual Agent 52

Virtual Agent Chatbots Engineering Consulting 52

Creative Virtual

APRIL 27, 2021

Jan Erik and I also discussed current conversational AI trends as well as the evolving role of contact centre agents. We saw record traffic to our virtual agents and chatbots in 2020 as customers turned to online self-service for quick answers to their questions. You can watch Part 1 here.

Virtual Agent 52

Virtual Agent APIs Chatbots Self service 52

TechSee

MAY 28, 2019

For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents. He clicks on programming and is met with a series of videos explaining exactly what he needs to do. Now that’s true success!

Self service 122

Self service Chatbots Virtual Agent Contact Center 122

SmartAction

JULY 16, 2020

At SmartAction, we design, build, and operate AI-powered virtual agents for more than a hundred brands, ranging from mid-sized companies to the Fortune 500. It also highlights 15 real-world examples of AI-powered virtual agents on the bleeding edge of what’s capable today.

Virtual Agent 62

Virtual Agent Education Contact Center Self service 62

SmartAction

MARCH 1, 2022

Intelligent virtual agents are software that includes artificial intelligence (AI) and machine learning (ML) with natural language processing (NLP). For example, with SmartAction, you can deploy virtual agents as demand for representatives grows with call volume increase. SmartAction is an example of a horizontal MSaaS.

Management 74

Management SaaS Virtual Agent Automotive 74

Creative Virtual

DECEMBER 7, 2021

They also discussed the findings of ISG’s research and current successful virtual agent implementations. Here’s a recording of their full discussion: When ISG held their awards ceremony in October, Chris and Liam Ryan, Sales Director, were able to accept Creative Virtual’s trophy in person from Jan Erik.

Virtual Agent 52

Virtual Agent Chatbots Enterprise Education 52

Creative Virtual

SEPTEMBER 7, 2021

Here’s Mrinal Rai, Lead Analyst at ISG Research, explaining why Creative Virtual has been identified as a Leader in Conversational AI: In their Quadrant Report, the ISG analysts evaluated 19 conversational AI vendors against a robust set of market-driven criteria. And to echo Mrinal’s well wishes: Congratulations Team Creative Virtual!

Virtual Agent 52

Virtual Agent Morale Chatbots Enterprise 52

SmartAction

JUNE 18, 2020

Meet 7 different brands from our video roundtable who shared their different experiences with AI-powered virtual agents. Not only that, but our CSAT increased by 30% within the first month after launching SmartAction AI-powered virtual agents.” Aarde @ TechStyle Fashion Group. ” Steve Bennett @ CAA.

Virtual Agent 62

Virtual Agent Contact Center Call Center Customer Experience 62

Creative Virtual

DECEMBER 10, 2020

I don’t need to tell you that not everything went as planned, but there were still some bright spots for us and the chatbot, virtual agent and live chat industry. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. 2020 was a record-breaking year for use of our virtual agent and chatbot implementations.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

Creative Virtual

JULY 8, 2021

No matter how easy something looks in the YouTube video or how complete the step-by-step instructions may appear, some projects are better left to the professionals. If you’re at home anyway, why not try to tackle that project yourself? As many DIYers quickly discovered, the devil is in the details.

Chatbots 59

Chatbots Virtual Agent Self service Marketing 59

Creative Virtual

DECEMBER 8, 2022

Being recognised as the best in conversational AI made our Founder & CEO, Chris Ezekiel, contemplate what makes a virtual agent or chatbot a true conversational AI solution and share his insights in a blog post. You can get your own copy of ‘The Virtual Insurance Agent’ whitepaper here.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Talkdesk

OCTOBER 8, 2020

Artificial intelligence (AI) and machine learning infused in your client facing tools such as chatbots and virtual agents can deliver human-like experiences to quickly solve simple client issues without the need for live-agent intervention. Prioritize your clients’ concerns. Invest in artificial intelligence.

Banking 119

Banking Chatbots Virtual Agent Contact Center 119

Creative Virtual

MARCH 27, 2023

The handover/routing of calls from bots to agents is an important ingredient in the requirements. In a way, organisations are now looking for something that Creative Virtual has been suggesting and recommending since its founding. We have been delivering solutions that enable human/digital agent collaboration for decades.

Virtual Agent 52

Virtual Agent Education Self service Management 52

DMG Consulting

JANUARY 3, 2024

Self-service is better than ever and can reduce operating costs – The new generation of intelligent virtual agents (IVAs) and bots interact naturally with consumers. They prefer helping themselves and expect to get the right answer or information during the first contact.

Contact Center 48

Contact Center Self service Virtual Agent Scripts 48

CSM Magazine

MAY 24, 2023

Claude’s integration with the Zoom platform allows contact center agents to seamlessly transition from AI-assisted interactions to live video calls. This feature is particularly useful for complex inquiries that require more in-depth assistance.

Contact Center 52

Contact Center Virtual Agent Personalization Customer Service 52

Playvox

SEPTEMBER 1, 2021

They are also accustomed to YouTube videos and other content that will shorten their attention span. Face-to-Face Video Communications. Eye contact is powerful and customers generally prefer live agent support. Intelligent Virtual Agent. A virtual agent enables an intelligent, human?like

Customer Service 68

Customer Service Virtual Agent Healthcare Education 68

DMG Consulting

AUGUST 2, 2017

In this age of digital transformation, customers and prospects must be able to easily access an enterprise from any channel – phone, self-service (websites, interactive voice response (IVR) systems, intelligent virtual agents (IVAs)), email, chat, co-browse, SMS, social media and video.

Interactive Voice Response 96

Interactive Voice Response Contact Center CRM Virtual Agent 96

Ian Jacobs

JUNE 28, 2016

What they saw seems both supremely silly and surprisingly prescient: video conferencing, holograms, augmented reality (AR) and virtual reality (VR). In "Back to the Future: Part II," Marty's sister uses AR glasses to watch a show or video while eating dinner.

Virtual Agent 67

Virtual Agent Customer Service CRM Technology 67

Jon Arnold

MAY 6, 2021

Nobody is going to sit through a day-long marathon of video streaming - it’s just too intense, and too easy for folks to wander off. Over the last year, vendors have tried all kinds of formats, but it seems clear that the best approach is to do it in manageable chunks of time.

Contact Center 97

Contact Center Virtual Agent Chatbots Enterprise 97

TechSee

MARCH 7, 2022

Virtual agents and chatbots increase the scope of self-service capability and problem resolution, using artificial intelligence, machine learning and natural language processing technology to deliver personalized, intelligent and conversational engagement. Conversational Platforms. User Forums.

Self service 109

Self service Virtual Agent Customer centricity Chatbots 109

Babelforce

AUGUST 26, 2020

The deep two-way integration between babelforce and Awaken Intelligence gives internal contact centers and BPOs a platform to create any process flow for live or virtual agents. Enterprises use babelforce to deploy customer service and sales solutions that involve calls, video, SMS, messaging and telecommunications.

Telecommunications 52

Telecommunications Virtual Agent Scripts Contact Center 52

AWS Machine Learning

AUGUST 30, 2023

To illustrate this, try questions like the following: “Tell me about the Alexa device with the screen” “Tell me about Amazon’s video streaming device?” For example, see how Kentucky Transportation Cabinet reduced call hold time and improved customer experience with self-service virtual agents using Amazon Connect and Amazon Lex.

Self service 106

Self service APIs Transportation Contact Center 106

Creative Virtual

OCTOBER 7, 2019

Here’s our annual blog post roundup of trends, tips and stats to help you consistently deliver a five-star customer service experience: Top Tips for Implementing a Chatbot or Virtual Agent in 2019 – These eight tips address the most important items organisations should consider when evaluating and deploying chatbot or virtual agent technology.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Creative Virtual

JANUARY 26, 2023

We developed this approach to give our customers control over the AI to create accurate, reliable chatbot and virtual agent deployments. It’s important to keep in mind that using ChatGPT to answer questions from documents is only addressing one aspect of the support expected from a virtual agent.

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

UJET

JUNE 25, 2021

And, by doing so, everything from text messages to virtual agents and voice synergize, ensuring that experience is branded and consistent as well. By blending together channels like voice, SMS, and chat, you can streamline both the customer journey and the experience you deliver to your customers.

Customer Experience 82

Customer Experience CRM Contact Center Wait times 82

Netomi

SEPTEMBER 3, 2021

Seamless UX : The widget features quick replies, buttons, carousels and s upports images and video to provide a highly immersive user experience. Highly accurate AI : Netomi’s chat widgets feature Netomi-powered AI virtual agents. What’s considered slow? Not all chatbots, though, are the same.

Virtual Agent 52

Virtual Agent Chatbots Sales Personalization 52